What are the responsibilities and job description for the Help Desk Support Specialist position at Vellum Mortgage Inc.?
Job Description – Help Desk Support Specialist
Position Overview
The Help Desk Support Specialist plays a key role in ensuring a seamless and efficient experience for our team by providing expert support, troubleshooting, and process optimization within the Encompass® LOS environment. This role blends technical problem-solving, system administration, and collaboration to enhance productivity across the organization.
Position Requirements
- Experience:
- Experience within the Encompass software either as a user or admin.
- Education:
- High School diploma or equivalent
- Work Condition:
- Remote & Full-Time- overtime as needed.
- Physical Requirement:
- Ability to perform a desk-based role
- Expectations:
- Attention to detail
- Ability to work with deadlines and variable workloads
- Ability to multi-task
- Strong documentation, verbal, and written communication skills
- Positive, service-oriented attitude.
- Preferred Qualifications- but not required:
- 1–2 years of help desk or technical support experience.
- Programming experience or interest in learning (C#, VB, JavaScript, Python).
- Experience as an Encompass Administrator and familiarity with Encompass Web Version, Developer Connect API, or Partner Connect.
- Understanding of loan production processes or prior mortgage industry experience
- Responsibilities:
- Provide Customer Support: Deliver exceptional customer service by responding promptly and effectively to Encompass® help desk requests.
- Troubleshoot & Resolve Issues: Manage and resolve ICE Mortgage Technology® support tickets efficiently while maintaining strong relationships with ICE support teams.
- Identify Process Improvements: Proactively identify opportunities to streamline processes and recommend enhancements to improve the Encompass® user experience.
- Support QA & Testing: Assist with quality assurance (QA), system testing, and user acceptance testing (UAT) for new features, integrations, and updates.
- System Administration: Assist with the creation, configuration, and management of company and user setups, roles, and personas.
- Collaborate Across Teams: Partner with internal departments to ensure system changes align with business and compliance needs.
- Documentation & Knowledge Management: Maintain comprehensive records, guides, and training materials by logging issues and resolutions, updating workflows and FAQs, tracking system administration details, documenting changes and releases, and creating user-friendly resources to support onboarding and feature adoption.
- Training & User Support: Support training initiatives and help colleagues understand system functionality and best practices.
- Special Projects: Contribute to documentation, testing, and process optimization efforts in alignment with management direction.
- Additional Duties: Perform other responsibilities as assigned by management.
Salary : $24 - $29
